Refund Policy

Refund Policy

Last Updated: September 15, 2026

At Pryvo, we want every purchase to be handled fairly and transparently. This Refund Policy explains when a refund may be available, how refund requests are reviewed, and what customers can expect during the process.

By placing an order with Pryvo, you acknowledge the conditions described below, subject to any mandatory consumer rights that apply to your purchase.

1. When a Refund May Be Available

A refund may be considered in circumstances such as:

  • An order being cancelled before fulfillment;

  • A product arriving damaged;

  • A product having a confirmed manufacturing defect;

  • An incorrect product being sent;

  • An order being unable to be fulfilled by Pryvo;

  • A return being approved under our applicable return conditions;

  • A duplicate payment being processed;

  • Another circumstance in which a refund is required by applicable consumer law.

Refund eligibility depends on the circumstances of the request and may require supporting information or documentation.

2. Order Cancellations

If you wish to cancel an order, please contact Pryvo as soon as possible.

Cancellation requests are reviewed based on the current status of the order. If the order has not yet entered fulfillment or shipment, cancellation may be possible.

Once an order has been processed, packed, or dispatched, cancellation may no longer be available. In such cases, the customer may need to follow the applicable return procedure.

3. Damaged Products

If your order arrives visibly damaged, please contact our customer support team promptly.

We may request:

  • Photographs of the packaging;

  • Photographs of the damaged product;

  • A description of the damage;

  • Order information;

  • Other reasonable evidence needed to assess the claim.

Depending on the circumstances, Pryvo may offer a replacement, partial refund, full refund, or another appropriate resolution.

4. Defective Products

If a product develops a defect or does not function as reasonably expected, please contact us with details of the issue.

We may ask for photographs, videos, or other information to determine whether the issue qualifies for a refund or another remedy.

Where appropriate, Pryvo may first offer troubleshooting, replacement, repair, exchange, or another resolution before issuing a monetary refund.

Nothing in this section limits mandatory statutory warranty or consumer rights.

5. Incorrect Items

If you receive an item that differs from what you ordered, please notify our customer support team.

After reviewing the order and the item received, Pryvo may arrange a replacement or provide an appropriate refund where applicable.

Customers should retain the incorrect product and packaging until the matter has been resolved, unless otherwise instructed.

6. Returns and Refunds

Where a return is required before a refund can be issued, the product must be returned according to Pryvo's applicable Return and Exchange Policy.

Returned merchandise may be inspected after receipt. Refund approval may depend on the condition of the returned item and compliance with the applicable return requirements.

A return being shipped back does not automatically guarantee that a refund will be approved.

7. Refund Processing

Once a refund has been approved, Pryvo will normally initiate the refund through the original payment method.

After we submit the refund, the time required for the funds to appear may vary depending on the payment provider, card issuer, bank, or other financial institution.

As a general estimate, customers may see refunded funds within 5–10 business days after the refund has been processed, although some financial institutions may require additional time.

Pryvo cannot control processing times imposed by external financial institutions.

8. Original Payment Method

Where possible, refunds are returned to the same payment method used for the original transaction.

For security and verification reasons, Pryvo generally cannot redirect a refund to an unrelated payment method or third party.

If the original payment method is no longer available, please contact our support team so the situation can be reviewed.

9. Shipping Charges

Whether original or return shipping charges are refundable depends on the reason for the refund and the circumstances of the order.

Where Pryvo is responsible for an error, confirmed defect, or other qualifying issue, applicable shipping costs may be considered as part of the resolution.

For voluntary returns or changes of mind, shipping costs may remain the customer's responsibility unless otherwise required by applicable law or expressly stated at the time of purchase.

10. Promotional Orders

Orders purchased using promotional discounts, special offers, bundles, or other incentives may be subject to additional conditions.

If a refund changes the customer's eligibility for a promotion, Pryvo may recalculate the refund based on the terms applicable to the original purchase.

Any such adjustment will be communicated as part of the refund review.

11. Undeliverable Orders

If a shipment is returned to Pryvo because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, or repeated unsuccessful delivery attempts, a refund may be considered after the returned shipment is received and reviewed.

Original shipping charges and other applicable costs may not be refundable where the failed delivery resulted from information or actions attributable to the customer, subject to applicable law.

12. Duplicate Payments

If the same order is accidentally charged more than once, please contact us with the relevant order and payment details.

After verification, any confirmed duplicate transaction may be refunded to the applicable original payment method.

13. Unfulfilled Orders

If Pryvo accepts an order but subsequently becomes unable to fulfill it, we may cancel the affected order and issue a refund for amounts paid for the unfulfilled portion.

Customers will be informed when a material fulfillment issue affects their purchase.

14. Refund Limitations

A refund may be denied or adjusted where:

  • The request does not meet the applicable refund requirements;

  • Required information cannot be provided;

  • A return was required but the product was not returned;

  • The returned item does not correspond to the original purchase;

  • The product was materially altered or damaged after delivery through customer misuse;

  • The request appears fraudulent or abusive;

  • The transaction has already been refunded;

  • The request is inconsistent with applicable policy conditions.

These limitations do not override rights that cannot legally be excluded or restricted.

15. Payment Disputes and Chargebacks

Customers are encouraged to contact Pryvo before initiating a payment dispute when the issue concerns an order, refund, delivery, or product.

We will make reasonable efforts to investigate legitimate concerns and provide an appropriate resolution.

If a chargeback or payment dispute has already been opened, Pryvo may provide relevant transaction, order, delivery, and communication records to the payment provider or financial institution as part of the dispute process.

Opening a chargeback does not automatically establish that a refund is owed.

16. How to Request a Refund

To request a refund, please contact the Pryvo customer support team using the contact information available on our website.

Please provide, where applicable:

  • Your order number;

  • Name used for the purchase;

  • Description of the issue;

  • Reason for requesting a refund;

  • Relevant photographs or other supporting evidence;

  • Any additional information reasonably needed to review the request.

Providing complete information can help us assess the request more efficiently.

17. Review of Refund Requests

Each refund request may be reviewed based on the specific circumstances of the order.

Pryvo may request additional information before making a final determination. The review process can vary depending on whether the request involves a delivery issue, product defect, incorrect item, cancellation, return, payment problem, or another circumstance.

Once a decision has been made, we will communicate the applicable resolution.

18. Consumer Rights

This Refund Policy is intended to establish Pryvo's general refund procedures and does not remove, reduce, or replace any consumer protections that apply under mandatory local law.

Where applicable law provides rights that are more favorable to the customer than the conditions described here, those legal rights will prevail.

19. Policy Changes

Pryvo may update this Refund Policy when necessary to reflect changes in our services, operational procedures, legal requirements, or business practices.

The revised version will be published on this page together with an updated effective date.

20. Contact Pryvo

If you have questions about a refund, cancellation, payment, or any other matter covered by this Policy, please contact the Pryvo customer support team through the contact information provided on our website.

We will review your request and respond according to the circumstances of your order and applicable requirements.

Pryvo
Refund Policy — Last Updated September 15, 2026